Motivation of Employees

Better Essays
Topics: Motivation
Assignment 2.
The customer is always right. This motto was popularised by Wanamaker, one of the most successful merchants of the 20th century, who is also considered to be a pioneer in marketing. (McBain, 1944). The majority of marketing theorists claims that organizations that focus on their customer' needs are better positioned to achieve long- term success than companies that do not (Kotler, 2000). Research has shown that customers receive social, psychological and economic benefits from engaging in long-term relations with service firms, and these yield positive returns for the companies (Gwinner et al., 1998). But it is also important to recognise that when buying services customers tend not to be simply buying the elements of service, but something much greater: consumers buy the whole concept (Slack, Chambers, Johnston, 2005). In terms of its elements, employees can be a weak or a strongest link in this service chain. Employees can influence the association a customer makes with a corporate brand, they act like an ambassadors of the organization even if they don't have a direct contact with the customers: and the main aim of them is to build and maintain long-term relationships with loyal consumers (Davies, Chun, 2009).
New marketing concept suggest modifying original 4P's of the service marketing mix by adding a fifth P for "people" (Berry, 2000). Those entrepreneurs, who already realized it, now put a big emphasis on employees' job satisfaction and workers motivation in order to improve service performance and increase the service productivity.
Researchers from Harvard University have developed a concept or the Service- profit chain, which links are as follows: profit is mainly stimulated by customer loyalty; loyalty is a result of customer's satisfaction. Satisfaction is influenced by the value and quality of service, and the value is finally created by positively motivated, satisfied and loyal employees. (Heskett, Jones et al., 1991). As we can

You May Also Find These Documents Helpful

  • Good Essays

    Project Report on Motivation Level of Employees or Employees Motivation Certificate This is to certify that the research project report entitled “Motivation Level of Employees” has worked on Final Year Student of MBA under my supervision. She has showed a tremendous zeal, working spirit and enthusiasm towards this project. I certify that this research work is original and have the requisite standard of an MBA student. Therefore, I recommend the same for evaluation. I wish her all the best in…

    • 882 Words
    • 4 Pages
    Good Essays
  • Satisfactory Essays

    Motivation of Employees

    • 410 Words
    • 2 Pages

    Post graduate Diploma in Human Resources. TITLE : Motivating and rewarding employees Introduction to Motivation At one time, employees were considered just another input into the production of goods and services. What perhaps changed this way of thinking about employees was research, referred to as the Hawthorne Studies, conducted by Elton Mayo from 1924 to 1932 (Dickson, 1973). This study found employees are not motivated solely by money and employee behavior is linked to their attitudes…

    • 410 Words
    • 2 Pages
    Satisfactory Essays
  • Better Essays

    Motivation and Employees

    • 1569 Words
    • 7 Pages

    According to Greenberg (1999), motivation is defines “as a process of arousing, directing and maintaining behavior towards a goal.” Where “directing” refers to the selection of a particular behavior; and ‘maintenance” refers to the inclination to behave with consistency in that manner until the desired outcome is met. Motivation is the force that transforms and uplifts people to be productive and perform in their jobs. Maximizing employee’s motivation is a necessary and vital to successfully accomplish…

    • 1569 Words
    • 7 Pages
    Better Essays
  • Powerful Essays

    Motivation and Employees

    • 5207 Words
    • 21 Pages

    MOTIVATION Motivation is the word derived from the word ’motive’ which means needs, desires, wants or drives within the individuals. It is the process of stimulating people to actions to accomplish the goals. In the work goal context the psychological factors stimulating the people’s behaviour can be - * desire for money * success * recognition * job-satisfaction * team work, etc | One of the most important functions of management is to create willingness amongst the employees to perform…

    • 5207 Words
    • 21 Pages
    Powerful Essays
  • Good Essays

    Employees' Motivation

    • 9177 Words
    • 37 Pages

    THE IMPORTANCE OF PAY IN EMPLOYEE MOTIVATION: DISCREPANCIES BETWEEN WHAT PEOPLE SAY AND WHAT THEY DO Sara L. Rynes, Barry Gerhart, and Kathleen A. Minette A majority of human resources professionals appear to believe that employees are likely to overreport the importance of pay in employee surveys. However, research suggests the opposite is actually true. We review evidence showing the discrepancies between what people say and do with respect to pay. We then discuss why pay is likely to be…

    • 9177 Words
    • 37 Pages
    Good Essays
  • Better Essays

    Motivation in Employees

    • 1424 Words
    • 6 Pages

    Motivation What is motivation? Motivation is difficult to explain and even harder to "turn on" in people. Webster defines motivation as "an act or process of motivating; the condition of being motivated; a force, stimulus, or influence: incentive or drive" ("Motivation"). It is most often the job of the manager to use motivation to drive its employees to accomplish acts which they normally would not have done. The study of motivation helps managers understand what prompts people to initiate…

    • 1424 Words
    • 6 Pages
    Better Essays
  • Powerful Essays

    Motivation and Employees

    • 2237 Words
    • 9 Pages

    all that apply (from the options provided below, A-D) It has been suggested that “financial rewards do not guarantee more productivity, but paying attention to employees’ motivational needs does” and that “managers need to pay less attention to financial incentives and more to the actual motivation needs of their employees” (Sunday Business Post 2012). This is further supported by the results of the 2011 Mercer’s What’s Working survey where “being treated with respect, a work-life balance…

    • 2237 Words
    • 9 Pages
    Powerful Essays
  • Powerful Essays

    Motivation for Employees

    • 5109 Words
    • 21 Pages

    ABSTRACT Author Name: Tutor: Title: Employee Motivation in the Hotel Industry Background and Problem: Reading into the performance of some hotels and going through the multiple advertisements they place repeatedly in magazines, boasting about the quality of service they provide. It left me wondering what is so especial about these hotels, that is different from the so many others, what keeps employees so motivated that they go beyond their call of duty to provide services to the customers. With…

    • 5109 Words
    • 21 Pages
    Powerful Essays
  • Powerful Essays

    Motivation of Employees

    • 1628 Words
    • 7 Pages

    pg. 4). Motivation is what drives people to succeed and reach their goals and plays an important role in enhancing an organisation’s development. An employee’s motivation can play a big part in organisational behaviour, as it is a fundamental part of how the employee performs in their role and how they assist the organisation in attaining their goals. This essay will look at what motivation is, some of the theories regarding motivation, the factors that play a role in motivating employees, the need…

    • 1628 Words
    • 7 Pages
    Powerful Essays
  • Satisfactory Essays

    Motivation and Employees

    • 617 Words
    • 3 Pages

    Step 1. Show employees some appreciation by saying thanks, or give them sincere admiration for a job well done (especially in the presence of others). Employees need to know that they are being appreciated, even for the little things they do. Step 2. Encourage communication between employees and management: doing this will allow employees to feel comfortable to voice their opinions and make suggestions to improve conditions and work environments. Listen to your employees concerns about the…

    • 617 Words
    • 3 Pages
    Satisfactory Essays